Each and every story submitted to the Care Opinion Australia platform is individually moderated by a member of our team.
What does this mean? This means we review the story and make minor changes as necessary to make sure everyone stays safe in the public domain and the story meets our moderation principles.
We are extremely careful to keep your own words as you wrote them as much as we can because it is important to us that it is your voice that is heard, not ours and that can take a little time.
We moderate from Monday to Friday between 9:00 am and 4:00 pm Australian Eastern Standard Time, with the exception of national and state (Queensland) public holidays and with reduced hours during the Christmas to New Year holiday break.
How long might I wait?
We do our very best to have your story moderated and processed within 3-5 business day.
There are times when this timeframe is a little longer, such as if we have a very large number of stories being submitted, or if there has been a long weekend or a public holiday. Other reasons include:
A very long or complex story can take a lot of time to moderate.
- A story is very serious and we need to give a service provider time to formulate a response.
- We need to contact you to clarify aspects of your story or to make sure we link it to the right service(s).
- We might need to contact the service(s) to clarify an aspect of your story, such as which department your experience may have occurred in (we do not share your personal details, such as your email address, with them).
The way we contact you is via the email address you provide in the storytelling process (we never share that email address with anyone else). So if we have a question about your story or think the wait might be more than 5 business days, we will email you to let you know.
If you submitted a story but did not receive an email confirming receipt of your story, please check your spam email or consider whether your email address could have been incorrectly entered into the platform. If you think this may have occurred, please contact us, providing the screen name you used and we will fix it up for you.